Director - Contracting and Customer Experience

Director overseeing Merck's US Vaccines contracting and customer experience operations. Leads multiple customer-facing teams and manages strategy implementation, customer relationships, and organizational performance across vaccine ordering and contractual touchpoints.

Responsibilities

• Recruit, hire, and manage multiple customer-facing teams including contracting specialists and account managers
• Develop strategic priorities, allocate resources, and oversee contract strategy implementation across vaccine lines
• Own customer experience across contracting, account management, and purchasing processes; drive continuous improvement
• Partner with field sales leadership to identify customer issues and translate insights into operational improvements
• Monitor operational metrics, service levels, and customer satisfaction to optimize team performance and engagement

Requirements

• Bachelor's degree in any discipline
• Minimum 10 years pharmaceutical sales, marketing, or managed care experience
• Minimum 3 years people management and team leadership experience
• Minimum 3 years developing and managing customer relationships
• Experience managing contract sales forces and customer call centers
• Demonstrated business analytics and P&L management capabilities
• Background with buy/bill therapeutic areas or headquarters brand collaboration